Technical Insight: Support Agents leverage Salesforce macros to respond faster

Introduction

A macro is a set of instructions that complete a task that a support agent can otherwise do manually. It is similar to excel macros but with more capabilities to capture the attributes of Salesforce service features. Support agents use macros to automate common repetitive tasks so that they can spend more time working with customers and solving real customer issues than repetitive operation tasks and increase the customer satisfaction. Macros speed up agent productivity by increasing consistency when communicating with customers and streamlining agent workflows.

A good example could be when a customer emails an agent with a question about the reinstallation of their Wi-Fi router which is a very common case created by customers when they change the old traditional router to a new, smart router. The agent can reply to the customer email within the case by running a macro that inserts quick text containing the steps into the email reply. The agent doesn’t worry about forgetting any important detail, such Model Number and build, because the macro automatically selects and inserts the right text.

Types of Salesforce Macros

Regular Macros

A regular macro is your basic macro. Agents can use regular macros as shortcuts to complete tasks that otherwise take a lot of mouse clicks to do in the service console.

If you are a big product-based organisation or a service-based organisation, perhaps your organisation has several email templates for different use-cases around support on the products and services. An email template for each use-case would be tedious for an agent to search and attach as per the product and services customers needing the support.

So an agent can create and run a REGULAR macro to select an Email Template and insert it into an email in the case feed.  A Knowledge Article could be another common case where agents often deal with cases where the resolution is already documented in your knowledge base: for example, “How to setup a printer” article and attaching it to a case, the agent can run a macro.

Irreversible Macros

This type of macro requires the ‘Macros That Users Can’t Undo’ permission and have a ‘Submit’ instruction in it.

The Submit instruction lets the macro perform tasks that agents can’t undo, such as sending an outbound email confirming the additional details an agent may need for the case the agent is working on. Agents cannot unsend an email after it has been sent. Agents can send a follow-up email, but he/she cannot take back the original email. Another good example will be ‘Additional’ tasks or follow ups, such as Work Orders. An agent can run a macro that creates a task or work order and assigns it to a user or queue.

Bulk Macros

Bulk macros empower agents to respond to multiple cases about the same issue as they are also irreversible macros that agents can run on multiple cases at the same time. Instead of opening each case, and typing each email, an agent can select the cases from a List View and run the bulk macro. The macro sends the email.

Example: Close spam cases: Perhaps you are multinational and are on the receiving end of a spambot that’s opening 1,000 spam cases across the globe and agents are spending a lot of time closing them manually but an agent can run a Bulk Macro to close the spam cases, so that agents can focus on solving real customer issues.

Pre-requisites to create Salesforce macros

Before your support agents can use macros, make sure that your company’s Salesforce org meets the prerequisites.

In order to use macros , your Salesforce Administrator must have:

  • Only Salesforce Classics supports macros.
  • Enable Feed tracking: Setup->Chatter->Feed-tracking on the Case object (if you are setting up for Case-Support only) that you want to use macros with.
  • Feed-based page layout. The case page layout must be feed-based.
  • Publisher actions available on the page layout. If you want to create and run macros that insert email templates into the email feed item in a case, then add the Email Publisher to the case page layout.
  • If you want to create and run macros that use quick actions, then create and add those quick actions to the page layout.
  • Setup Email-to-Case and enabled in your org to use Send Email action in your macros.
  • Email Deliverability to “All Emails”: Setup-> Email Administration-> Deliverability
  • Add the macro browser widget to the Service console, so it’s available for agents to use.
  • Give agents the right user permissions to view, create, and run macros.

Create and utilise macros

In the Service Console app, open the macro browser widget (it can be on your left or right bottom of the console, based on your administrator your configuration).

 Click + Create Macro.

 Fill out the macro’s information.

  1. For Macro Name, enter a name that makes it easy to understand what this macro does. For example, “Steps for setting up a new smart router.”
  2. For Description, explain the purpose for this macro. The optional Description field helps support agents understand what this macro does and distinguish it from similar macros. The name and description fields are used when agents search for macros. So using clear, concise names and descriptions make it easier for agents to find macros.

Fill out the macro’s instruction. Click + Add Instruction.

a. Select the context for the macro. Let’s choose Select Active Case Tab, then click Done

b. The context tells the macro which tab it’s interacting with. In our example, the Active Case Tab is the case tab whose page you’re on right now.

c. A row above Active Case Tab > displays the instruction you just added. As you continue through these steps, you see more ordered rows added here.

d. Select the publisher element for the macro. In the row with Active Case Tab >, choose Select Email Action, then click Done.

e. the publisher element tells the macro which publisher it’s interacting with. Since we want to write an email, we chose Email Action. Want it to do something else? Then select the appropriate publisher.

f. Select the action that you want the macro to perform. Let’s select Apply Email Template.

g. To specify a template, click the lookup icon. In this example, select the Support: New Smart Wi-Fi Router installations Steps template, which is one of the default templates that come with the Sample Console. Then click Done.

h. Did you forget to add an instruction? Or want to move an instruction up or down, or delete it? No worries! Hover over the instruction number and a menu is displayed that lets you add, delete, and move instructions

i. Click Save.

How to Run a Macro?

Now that we’ve created a macro, let’s try it out.

  1. In the Service Console app, open any case.
  2. Open the macros browser widget.
  3. Select the macro that we just created, Steps for Resetting Your Password.

You can search for the macro by typing words from its name or description into the search bar.

  1. To run the macro, click the Play button. Or, you can press Enter.

In the widget, you see a green dot next to each instruction that is performed successfully.

Conclusion

Whether you are global organization or a country served organization.Salesforce Macros helps your Support agents to provide an efficient customer services by decreasing the manual repetitive operational tasks.  

Kasif Imran is employed by makepositive as an Implementation Consultant with 11 years of experience in the IT industry. Kasif has experience at many enterprise levels including Salesforce Sales, Service and Marketing clouds and has successfully delivered implementations for Media, Technology, Banking and Healthcare clients and is working to become a Solution Advisor.

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